Return and Refund Policy-EU
At Gemilai, we want you to be completely satisfied with your purchase. This Return & Refund Policy applies to purchases made through Gemilai’s official European websites operated under the gemilai.com domain.
This policy applies in addition to your statutory consumer rights under applicable European Union laws.
1. EU 14-Day Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without providing any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), receives the product.
To exercise your right of withdrawal, you must inform Gemilai of your decision before the withdrawal period expires by contacting our customer service team.
After receiving your withdrawal request, we will provide return instructions.
2. Extended 30-Day Return Policy
In addition to your statutory 14-day withdrawal right, Gemilai offers an extended 30-day return period for eligible products purchased through our official European websites.
You may request a return within 30 calendar days after receiving your product.
After the 30-day period has expired, returns for reasons unrelated to product quality will generally not be accepted. However, products affected by defects or malfunctions may be eligible for warranty service according to our Warranty Policy.
3. Return Eligibility Requirements
To be eligible for a return:
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The product must have been purchased directly from Gemilai’s official European website.
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The return request must be submitted within the applicable return period.
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The product must be returned with all original accessories, manuals, and packaging materials where available.
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The product must be in a condition that allows us to verify its nature, characteristics, and functionality.
You may inspect the product as you would in a physical store. If the product has been used beyond what is necessary to evaluate its condition and functionality, Gemilai reserves the right to reduce the refund amount to reflect any loss in value where permitted by applicable law.
Return requests must be approved by Gemilai before the product is shipped back.
4. Non-Returnable Items
The return policy applies primarily to espresso machines and grinders purchased for home use.
The following items are generally not eligible for return:
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Gift cards;
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Clearance or final-sale items;
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Accessories after use, unless required by applicable law.
This does not affect your statutory rights regarding defective products.
5. Return Shipping Costs
- Quality-Related Returns
If the return is due to a product defect, damaged item, incorrect item, or fulfillment error, Gemilai will cover reasonable return shipping costs.
- Non-Quality Returns
If the return is due to personal preference, change of mind, or ordering the wrong product, the customer is responsible for return shipping costs unless otherwise required by applicable law.
6. Refund Policy
Once we receive and inspect the returned product, we will process your refund.
Approved refunds will be issued to the original payment method.
Refunds will include:
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The product purchase price;
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Standard delivery charges where required by applicable law.
Additional costs resulting from upgraded or express shipping services are not refundable.
Refund processing may take up to 10 business days after approval, depending on your payment provider.
7. Product Condition and Packaging Requirements
Original packaging is strongly recommended for all returns, replacements, and warranty shipments.
Espresso machines and grinders are sensitive products, and proper packaging helps prevent damage during transportation.
Please return the product with:
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Outer shipping box;
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Original inner packaging;
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Protective foam or inserts;
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All accessories and included components.
If inadequate packaging causes damage during return shipping, Gemilai may reduce the refund amount to reflect the actual loss in product value, up to a maximum of 20% of the order value, where permitted by applicable law.
8. Order Cancellation
Orders may be cancelled before shipment.
Once an order has been shipped, it cannot be cancelled and will be handled according to this Return & Refund Policy.
If you need to modify your shipping address or order information, please contact customer service as soon as possible. We cannot guarantee changes after an order has entered the fulfillment process.
9. Damaged, Incorrect, or Missing Items
If your order arrives damaged, incorrect, or incomplete, please contact Gemilai Customer Support as soon as possible after delivery.
Please provide:
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Order number;
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Photos or videos showing the issue;
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A description of the problem.
We will review your request and provide an appropriate solution, including repair, replacement, or refund where applicable.
10. Return Process
To start a return:
1. Contact Gemilai Customer Support at: support@gemilaicoffee.com
2. Provide:
- Order number;
- Product information;
- Reason for return.
3. Wait for return approval and instructions.
4. Ship the product according to the provided instructions.
Products returned without prior approval may not be accepted.
11. Warranty Support
After the applicable return period has expired, products with defects or malfunctions may be eligible for service under Gemilai’s Warranty Policy.
For more information, please refer to our Warranty Policy.
12. Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact:
Email: support@gemilaicoffee.com
Gemilai reserves the right to update this policy to reflect changes in our services, business practices, or applicable legal requirements.
This policy does not limit any mandatory consumer rights provided under European Union laws.